IT Senior Support Manager at Keywords Studios

Cinisello Balsamo, Lombardy, Italy

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Video GamesIndustries

Requirements

Experience as an IT Support Lead or Manager
Excellent communication and leadership skills
Knowledge of ITIL standards (preferred)
Ability to create a location strategy for Support, considering 24/7 coverage
Drive an automation-first, shift-left mentality
Alignment with ITSM and ServiceNow teams
Utilization of Knowledge Management for automation

Responsibilities

Manage and develop local IT support teams, ensuring training and adherence to ITIL standards
Manage all local IT support operations to meet SLAs and provide an exceptional user experience
Collaborate with global IT support teams to implement and measure global IT policies and standards
Collaborate with other IT teams on IT projects (infrastructure, software, hardware)
Deliver weekly and monthly metrics on support operations and incidents, including trend analysis and continuous improvement opportunities
Ensure the delivery of IT support services aligns with Keywords Studios’ mission and values

Skills

Key technologies and capabilities for this role

ITILITSMServiceNowKnowledge ManagementAutomationSLA ManagementIncident ManagementTrend AnalysisLeadershipIT Support Operations

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position is hybrid, requiring a minimum of two days per week in the office, and follows a follow-the-sun model for global support coverage.

What is the salary for this IT Senior Support Manager position?

This information is not specified in the job description.

What skills and experience are required for this role?

Candidates need experience as an IT Support Lead or Manager, excellent communication and leadership skills, knowledge of ITIL standards (preferred), ability to create a location strategy for 24/7 coverage, and a drive for automation-first and shift-left mentality.

What does the team structure look like for this position?

The role involves managing and developing local IT support teams while collaborating with global IT support teams, ITSM and ServiceNow teams, and other IT teams on projects.

What makes a strong candidate for this IT Support Manager role?

A strong candidate will have prior experience as an IT Support Lead or Manager, demonstrate excellent leadership and communication skills, and show a proactive approach to automation, ITIL adherence, and global 24/7 support strategies.

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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